Insurance complaints in Botswana — NBFIRA steps

Short answerChecked 31 October 2026

To complain about an insurer, medical aid, agent or broker in Botswana, first complain in writing to the entity and follow its procedure, then ask for a meeting with its Principal Officer. If it does not acknowledge your complaint within 10 working days, or you are still not satisfied, escalate to NBFIRA (info@nbfira.org.bw, +267 310 2595 / 368 6100) with proof of your earlier complaint. After NBFIRA, you may go to the Non-Bank Financial Institutions Tribunal.

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Answers come from the law, the regulator and the insurers' own documents, with the source under each answer. General information, not advice.

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On this page · 5 sections

The four steps
NBFIRA contacts
What to keep
FAQ
Sources

The four steps

Ask the insurer, fund or intermediary for its complaints procedure, then complain in writing, explain the problem, say what you want, and ask for a written answer within its timeline.
If it is not resolved, ask for a meeting with the entity's Principal Officer, and again ask for a written answer.
If the entity does not acknowledge your complaint within 10 working days, or you are still not satisfied, escalate to NBFIRA with a detailed statement, your details, the history with the entity and proof of your earlier complaint.
NBFIRA acknowledges the complaint with an expected timeframe and keeps you updated. If you are still not satisfied, you may go to the Non-Bank Financial Institutions Tribunal (NBFIT).

Source: NBFIRA, complaints. NBFIRA "will only attend to complaints after all attempts to settle complaints with the regulated entity have been made" (same page).

NBFIRA contacts

info@nbfira.org.bw · +267 310 2595 / 368 6100 · Private Bag 00314, 3rd floor, Exponential Building, Plot 54351, New CBD, off PG Matante Road, Gaborone · Monday to Friday, 08:00 to 17:00 (NBFIRA). The NBFIRA website did not open on 31 October 2026; if it does not open for you, call or write.

What to keep

Your policy or membership number and the policy summary.
Every letter and e-mail, with dates, and the written answers you asked for.
The name of the agent or broker who sold you the cover.

NBFIRA asks for "a detailed statement, personal information, history with the entity, and proof of your previous complaint submission" (complaints). For an MVA Fund claim, the Fund has its own queries and complaints process: see the MVA Fund.

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Next step

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Frequently asked questions

How do I lodge a complaint with NBFIRA?

After complaining to the entity and its Principal Officer, send NBFIRA a detailed statement, your details, the history with the entity and proof of your earlier complaint, through its website or by calling +267 310 2595 / 368 6100.

How long must I wait before going to NBFIRA?

If the entity does not acknowledge your complaint within 10 working days, or you are not satisfied after following its procedure, you may escalate to NBFIRA.

What if I disagree with NBFIRA?

You may escalate the matter to the Non-Bank Financial Institutions Tribunal (NBFIT).